Service Designer

Barclays; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Job summary

Barclays in London is seeking a Service Designer to craft end-to-end service journeys across digital and non-digital channels as part of the Business Banking transformation. You will collaborate with various Barclays units to deliver seamless experiences, lead workshops, and produce customer journey maps and blueprints.

The role emphasizes human-centric design, risk-aware decision making, and ongoing improvement to meet customer needs and regulatory requirements.

Qualifications

• Experience in journey/service design and identifying pain points.
• Ownership and delivery of work across projects.
• Accountability for producing and maintaining blueprints, customer journey maps and service prototypes.

Responsibilities

• Identify and distill needs to support balanced business cases.
• Deliver insights and design outputs across practice disciplines and budgets.
• Facilitate problem statements and prioritisation, coordinate solution designs.
• Evaluate risks and promote customer-focused, human-centric design.
• Conduct customer research, testing and market scanning; translate findings into improvements.
• Implement agile ways of working within teams and improve efficiency.
• Monitor critical CX metrics and propagate a customer experience culture.

Skills

Journey design

Ownership & delivery

Blueprints & maps

Workshops

Product design background

Business analyst experience

Agile ways of working

Job description

Join our Business Banking team as a Service Designer, where you will be responsible for designing end-to-end service experience journeys that help users achieve their goals. Your work will involve creating or re-imagining services across both digital and non digital channels, supporting the business banking transformation agenda collaborating with various parts of Barclays to deliver a seamless experience

To be successful as a Service Designer, you should have experience with

• Experience in journey / service design, understanding pain points
• Ownership and delivery of work
• Be accountable for producing blueprints and maintaining blueprints, customer journey maps and service prototypes

Some other highly valued skills may include

• Running workshops
• Experience in a product design background
• Experience in a business analyst role or similar background
• Agile ways of working

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

This role will be located in Canary Wharf.

Purpose of the role

To lead and facilitate human-centred design excellence as part of the BUK Pod transformation strategy, to drive innovation, meet customer needs, and ensure the bank's long-term success and competitive edge. Advocating for customers in business decision making and balancing commercial aims, delivery feasibility and regulatory requirements with high quality customer experiences.

Accountabilities

• Need identification and distillation to support the creation of balanced business cases which factor in customer appeal and feasibility and drive positive customer outcomes.
• Delivery of high-quality insight and design outputs across all practice disciplines, any project budgets allocated to Insights and Design, including the management of budget related to research or design agencies or the use of a contingent workforce.
• Problem statement facilitation and prioritisation across the business areas, lead solution discovery, co-ordinate solution/service designs taking accountability for solution integrity across Barclays.
• Evaluation of programme or product risks to mitigate potential risks through iterative design and testing ahead of customer launch. Building a culture that understands the value of customer-focused, human-centric design.
• Customer research, listening, testing and market scanning processes within specific business areas. Monitor market trends including competitor insights and wider macro trends. Incorporate colleague feedback into investigations into service provision. Test designs and experience through prototypes with target customers and colleagues to identify areas for improvement to refine products or service experiences before launch. Enabling identified areas for improvement to be translated into clear customer and commercial benefits.
• Implementation of agile ways of working within teams, enabling greater efficiency across the business and technology.
• Delivering of accurate insight on core CX outcomes and building stronger awareness and engagement around critical customer metrics, enabling the business to better identify new opportunities, amplify existing plans and identify potential risks. Promotes and builds a stronger customer experience culture with stakeholders.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your workand areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.